Training & Quality Leader (Fluent English) - SEA Market

5 days ago

Yogyakarta, Yogyakarta, Indonesia PT Indotel Maju Bersama Full time 10,000,000 - 20,000,000 per year

Work Description:

1) Assess training requirements for both in-house and BPO Customer Care teams

through Training Needs Analysis (TNA), focus group discussions, quality insights,

and stakeholder consultation.

2) Design tailored individual and group training plans to address identified needs

across various teams.

3) Develop and enhance training materials in line with internal guidelines, leveraging

BPO training resources to ensure content is interactive, accurate, and timely.

4) Adapt and localize training content provided by the in-house training team for

regional or team-specific rollout.

5) Continuously assess training effectiveness to ensure alignment with business

objectives and performance improvements.

6) Maintain consistent and effective communication with the in-house PPM &

Training Team regarding training updates and developments.

7) Oversee the use of training systems and platforms, including Learning

Management Systems (LMS), to support both onsite and virtual learning.

8) Handle all aspects of the LMS (e.g., 360Learning), including user access, course

uploads, and report generation.

9) Keep up to date with industry trends, tools, and best practices in training and

development.

10) Conduct new hire onboarding sessions and other training programs as needed

including completing cases auditing under quality requirement.

11) Oversee training and quality initiatives across all ventures, including clients and

partners relationship management, not limited to local own venture.

12) Manage and deliver all Training & Quality reports accurately and within tight

deadlines.

13) Quickly grasp product knowledge and operational processes to effectively

support and guide the team.

14) Demonstrate flexibility by supporting customer care operations, chat and voice

during high-volume periods when required

Requirements:

1) Minimum two (2) years of work experience in contact center industry,

eCommerce will be added advantage.

2) Minimum two (2) years of managerial experience in Training & Quality

environment, experience with outsourced team is a plus. (SEA Market)

3) Tech-savvy, good understanding of how systems work, and information exchange

and structure

4) Track record of collaborations and get result cross-team in a complex working

environment.

5) Demonstrated success adjusting operations to business changes.

6) Able to balance operational optimization needs and long-term strategic thinking.

7) Strong analytical skills with excellent written and verbal communication skills in

English are required for this position

8) Ability to succeed in a fast-paced, innovative, and rapidly evolving industry and

organization

9) Able to deliver under pressure, entrepreneurial and results driven

10) Strong Microsoft Office skills (Excel and PPT)

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